Overview
As a Contact Centre Agent for an airline, you will serve as the primary point of contact for passengers via phone. You will be responsible for providing excellent customer service, assisting with flight reservations, inquiries, and ticketing, and promoting and selling additional airline products and services to enhance the passenger experience and support revenue generation.
Qualifications
- At least 6+ months of previous experience in customer service, sales, or a contact centre environment is preferred, but not mandatory.
- Matric or NQF Level 4 qualification.
Responsibilities
- Handle inbound calls with passengers, helping with flight reservations, bookings, and changes.
- Address customer inquiries, complaints, and special requests professionally and effectively.
- Provide passengers with accurate and timely information on flight schedules, delays, cancellations, and other relevant travel details.
- Resolve customer issues or escalate complex matters to the appropriate department, ensuring a smooth customer experience.
- Promote and sell airline services, including seat upgrades, additional baggage, lounge access, travel insurance, and other ancillary products.
- Actively cross-sell and upsell services to increase revenue while providing tailored solutions to meet customer needs.
- Assist with ticket purchases, changes to reservations, and upgrades, offering customers personalized options.
- Proactively identify and offer products that enhance the customer’s travel experience.
- Ensure compliance with airline policies, security regulations, and industry standards while processing customer requests.
- Process payments accurately, handle transactions securely, and provide customers with invoices or receipts.
- Maintain accurate records of customer interactions, bookings, and sales activities in the airline’s system.
- Collaborate with other departments to ensure seamless service delivery and issue resolution.
